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Job Responsibilities and Requirements: Job Description - Performs MACs on the HQ Avaya VoIP system. - Ensures the efforts of the deployment project managers, infrastructure management and systems management and engineering teams. - Direct and manage efforts of telecom technicians, workloads. - Stay apprised of all inter and intra organizational projects and issues in EUE. - Ensure internal processes and procedures are documented and updated. - Ensure that all OLA's for all relevant processes are created and maintained. - Develop and conduct employee performance reviews and monitor progress towards objectives quarterly and provide updates and revisions as required. - Responsible for telephone port allocations. - Provide interface to Customer on high level issues or requests. - Oversee day to day resolution of system problems and root cause analysis. - Ensures documentation of entire Telecom Network and infrastructure. - Ensures the Change Management Process is being followed. - Collaborate with LAN/WAN organizations on current and future network configurations. QUALIFICATIONS: TYPICAL EDUCATION AND EXPERIENCE: Bachelors & 8+ years of experience Masters & 6+ years or more experience ; PhD or JD and 3+ years or more experience. 4 years of experience may be used in lieu of a degree. Experience should include: - Provide management and serve as an escalation point for the deployment and infrastructure staffs. - Provides guidance to staff and monitors performance. - Provide monthly reporting on open project, outstanding issues and staff performance. - Work special projects as assigned by manager. - Ensure that Telecom Equipment Tracking system is updated with all relevant changes as modifications are completed. - Build efficient relationships with interface organizations (i.e., CREF, Site Support, ITO). - Ensures that the staff meets the established SLAs. - Monitors ticketing queues. - Ensures system backups and preventative maintenance occur on a scheduled basis. - Ensures maintenance vendors are performing to the contract. - Oversees troubleshooting and resolution ensuring escalation in a timely fashion. - Provides and keeps current detailed documentation of processes.